So recently I was out of the office all day for an event. I was able to check email via iPad, and at about 2:00, a message came in asking for updates to a tri-fold brochure I had designed about two years ago. The plea was rather urgent and concluded with “Would it be possible for you to complete this today? I apologize for the short notice.”
I know quite well that this business is full of short-notice requests, many of which could legitimately NOT be predicted.
I was back to the computer by about 6pm. Even though I had quite a few incoming requests to deal with, I completed this one first, since it was apparently a rush job. I made the changes and sent it back for the client’s approval.
Imagine my surprise to get this response: “That was fast! Thank you! Can you send the new copy to the printer? We won’t need any new copies now but he will have the latest version when there is a reorder.”
Somehow, that didn’t sound like a task that needed same-day completion, and I called her on it. Surprisingly, she didn’t seem apologetic in the least.
It was only a 15-minute task, but when it comes down to it, given a false sense of urgency like that, my first inclination is to tack on the “rush job” surcharge. You can be sure I will do that with this client in the future.